Let's Talk Loyalty

Puntos Colombia is the leading loyalty programme in Colombia with over 8 million members and it is the first loyalty programme in Latin America to be …

In this episode, I share the key lessons and learnings from a report entitled “Why Do Loyalty Programs FAIL?” This report was researched, compiled and published by Mike Capizzi, a loyalty expert and Dean of the Loyalty …

Virgin Red is the exciting new loyalty programme launched to reward customers across the entire group of Virgin companies with their new currency - Virgin Points.

This episode features Kelly Best, Chief Marketing …

This summary features the key lessons I learned from Jesper Østergaard, Managing Director of the 7-Eleven chain of stores in Denmark, which in 2019 won the prestigious title of the “International Convenience Retailer of …

In early 2020, On Point Loyalty published a research report on the "Top 100 Most Valuable Airline Loyalty Programs" in the world, insights which proved remarkably relevant throughout the year as major US airlines began …

This episode of "Let's Talk Loyalty" reviews some of the fascinating insights from my interview with Leanne Papaioannou, founder of the "Chilli Pepper" loyalty agency in Ireland.   

Show Notes:

1) Chilli Pepper Loyalty …

As the platform powering loyalty programmes for Walgreens, Dell, Marriott Hotels and many others, Epsilon is uniquely placed to comment on global trends in loyalty as we settle in to 2021. 

Today's episode features an …

Helène Brand is a freelance marketing consultant whose experience includes responsibilities for a community-based loyalty program in South Africa …

In late 2020, Dubai enjoyed the launch of its newest loyalty programme in the fuel, food and convenience retail space. 

Yes Rewards is a programme designed to drive customer lifetime value by incentivising cross-sell …

Today's five minute episode of "Let's Talk Loyalty" showcases insights from Manav Fernandez, a leading loyalty practitioner here in the Middle East, and summarises some innovative ideas from an unusual industry - the …

A key challenge for loyalty program owners is accurately predicting their loyalty program liability years ahead in the future, and how to plan their program from a financial perspective to optimise the lifetime value of …

Mike Atkin has built or advised over eighty-five loyalty programmes worldwide in his extensive career, leading to his industry title as "The Loyalty Guru". 

Listen to this episode of "Let's Talk a LITTLE Loyalty" for a …

Today's episode of "Let's Talk Loyalty" features the latest loyalty research with consumers in Australia, conducted by Customology, the "most awarded …

3Plus was recognised as " Ireland's Best Loyalty Ireland" so this episode is a summary of my interview with Siobhan Lynch who manages it.  

Listen to learn how this innovative partnership proposition is used to retain …

This show discusses exciting global perspectives on what the year 2021 might hold for loyalty marketing, featuring four colleagues from The Customer …

Today's podcast summarises key learnings from a loyalty leader in India. 

Sanjeev Nichani has led loyalty programmes, partnerships and propositions for an award-winning fashion retail loyalty programme called Raymond …

As one of the world's most iconic retail brands, Ikea boasts 156 million members of its Family Club worldwide - a programme that brings the very best of the Ikea brand to its customers. 

Today's episode features an …

Today I am announcing my new short format podcast – called “Let’s Talk (a Little) Loyalty”.

This show is my new weekly episode - a simple five-minute summary of the key learnings from a previous show that you might have …

As we come to the end of 2020, we explore the little-known concept of “mindful marketing” and how it relates to loyalty through an interview with …

Today's episode of Let's Talk Loyalty features some important concepts that go back the basics of how companies connect with their customers, featuring an interview with Ali Cudby, best selling author of "Keep Your …

On World Statistics Day, a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success …

As CEO of Asia Miles, Paul Smitton is a loyalty industry veteran, and in today's episode of "Let's Talk Loyalty", he shares some exciting insights, …

Today Let's Talk Loyalty looks at how loyalty as it's evolving academically as I interview Assistant Professor of Marketing at Emory University, Dan …

As the market leader providing telecoms services to over 37 million people in South Africa, Vodacom is an award-winning consumer brand that launched an exciting new loyalty programme called Vodabucks in August 2020.  

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Every loyalty programme owner has invested in capturing the attention and interest of its members, and that attention is often much more valuable than the business realises. 

In this episode of LetsTalkLoyalty, we chat …

Yuu Rewards has taken the Hong Kong Market by storm.  Launched in July 2020, this innovative coalition programme connects ten brands and over 2,000 …

BP is one of the world's largest oil companies, operating over 18,700 service stations and running loyalty programmes in over twenty countries …

Today's episode of Let's Talk Loyalty showcases Epsilon's latest loyalty learnings from two of their senior Directors, featuring Tamara Oliverio as …

As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum …

Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country's largest private company IBL Group. 

As a group-owned multi …

Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market.

Rob personally boasts over 1 million Avios points, 1 …

Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world's most competitive markets such as the UK. 

With a laser focus on customer retention and loyalty, the …

As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing …

Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries. 

Shell recently  topped the leader board at the Loyalty Magazine Awards, winning awards for …

As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a …

Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine …

As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival.

In its fascinating reports on the …

Let's Talk Loyalty is one year old on August 22nd so today we are celebrating!

It’s been an incredible roller-coaster year, filled with fun, …

Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi. 

With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, …

Shirley King has been designing, developing and building loyalty programmes for a luxury boutique hotel brand within IHG Group, including the "Kimpton Hotels Inner Circle" as well as the "IHG Rewards Club" for over …

Dell is one of the world's best known computer companies, positioning itself as "powering the next technological revolution". 

With a laser focus on …

As a loyalty expert based in India, Kunal Mohiuddin has an extensive career as a loyalty practitioner, building innovative loyalty technology …

Consumer behaviour is changing dramatically, and business models need to evolve to find ways to create loyalty even beyond loyalty programmes. One …

Dr David Cox is a loyalty expert and one of the few industry leaders who also boasts a PhD in loyalty marketing! 

In this episode of "Let's Talk Loyalty", we discuss key concepts in motivational marketing that drive …

As the founder of Bain & Company's Customer practice, Rob Markey is the one of the world's leading authorities on customer loyalty, having co-created The Net Promoter System® - the industry metric and framework now …

Bryan Pearson, the former CEO LoyaltyOne is known globally as a leader in loyalty, retail marketing and analytics. 

He is also the author of the bestselling book "The Loyalty Leap: Turning Customer Information Into …

This episode of "Lets Talk Loyalty" was inspired by some exciting ideas emerging from academic leaders who are increasingly helping investors to consider the future lifetime value of customers (not just historic …

As the UK's largest broadcaster, Sky has access to some of the top entertainment assets in the world including The Premier League for football fans …

In the travel sector, a compelling loyalty programme can be a key differentiator for customers - for airlines, hotels and also for online travel agencies.

ebookers UK was originally launched in 1998 as the UK's first …

Statisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”.

Simply because your most loyal customers have joined your …

With over 15 million members, Rakuten Rewards is one the world’s largest cash back programs, and to date it has paid out over $2 billion to members across online and offline retail stores in the United States! 

In this …

Loyalty Managers around the world often look to the UK for inspiration and exciting new ideas and trends. YouGov is the UK’s “most quoted research agency” on consumer opinion, and earlier this year, together with Mando …

On 20th March 2020, Adam Posner posted a call to action on LinkedIn asking loyalty and business professionals worldwide to collaborate and contribute …

As the loyalty platform partner for brands like Dell, Dunkin' and Walgreens, Epsilon powers customer conversations and communications for some of the best brands in the world. In this episode, I interview their Vice …

As President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of …

In today's episode of "Let's Talk Loyalty", I chat to Simon Rowles, a fellow Customer Loyalty Marketing Professional (CLMP) and CSN consultant for …

This episode of "Let's Talk Loyalty" was recorded in early March 2020 - some weeks before all of our lives were consumed by the very real threat of the Corona Virus. I had written an article about the key UK Trends …

The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the …

With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern.  

While businesses adapt …

With an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency …

Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do …

Airline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary …

This week I am super excited to announce a partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing. 

Loyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as "Bella Mossa" …

CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” …

Australia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career …

Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to …

Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, …

Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. 

Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen …

Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and …

Today's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions.

The brief: …

KPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 …

The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate …

Climate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet.

It's time to find …

Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like …

For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that …

7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a …

After seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show.

"Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused …

Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands.

Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated …

Helène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning …

It's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it.

…

Episode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region.

Today I chat to …

Mike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to …

3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland.

This show discusses the history of 3Plus, what it offers …

As a loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond …

An introduction to your show host - Paula Thomas and a background to the show.

Designed exclusively for loyalty marketing professionals, this episode …